Customer Service Intake Specialist at HexArmor

Grand Rapids, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

03 May, 26

Salary

0.0

Posted On

02 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Administrative Support, Operations Support, Email Management, JIRA, Microsoft Outlook, Attention to Detail, Organizational Skills, Written Communication, Request Assessment, Ticketing Systems, Process Improvement, Time Management, Collaboration, Documentation, SLA Tracking

Industry

Manufacturing

Description

COMPANY SUMMARY HexArmor® is a leader in providing some of the most advanced PPE solutions for hands, arms, and body. At HexArmor®, we believe safety is not a luxury—it’s a necessity. Since day one, we have partnered closely with our customers to deliver innovative PPE solutions that keep workers safe. JOB SUMMARY The Customer Service Intake Specialist is responsible for managing HexArmor’s shared customer service inbox and ensuring all external customer communications requiring action are properly captured, documented, and routed through the JIRA ticketing system. This role serves as the front door for customer requests and is critical to providing visibility into daily request volume, response times, and resolution performance. The Intake Specialist ensures every actionable email is converted into a JIRA ticket with accurate categorization, attachments, and timestamps, enabling the Customer Service team to operate efficiently and consistently. RESPONSIBILITIES Monitor and manage the shared Customer Service Outlook inbox Review inbound external customer emails and identify requests requiring action Create JIRA tickets for all actionable customer requests with accurate categorization, priority, and routing Attach original customer emails and supporting documentation to JIRA tickets Ensure timely intake of requests to support SLA tracking and reporting Maintain visibility into daily request volume, backlog, and ticket aging Partner with Customer Service leadership to identify trends, bottlenecks, and process gaps Follow established intake, triage, and escalation procedures Support continuous improvement of inbox management and ticket intake workflows Communicate effectively with Customer Service team members regarding intake questions or clarification needs QUALIFICATIONS High school diploma required; associate or bachelor’s degree preferred 1–3 years of experience in a customer service, administrative, or operations support role Experience working with shared inboxes or ticketing systems preferred Strong proficiency in Microsoft Outlook and Microsoft Office Experience working in JIRA or a similar ticketing system preferred Exceptional attention to detail and organizational skills Strong written communication skills Ability to quickly assess and accurately categorize incoming requests Ability to manage high email volumes in a fast-paced environment Comfortable working within defined processes and service-level expectations COMPENSATION Hourly + Bonus ADDITIONAL BENEFITS Full Medical, Dental, and Vision Insurance 401(k) Match Paid Time Off and Holiday Vacation Opportunity to keep people safe with a premium product HexArmor is proud to be an Equal Opportunity Employer. We are committed to creating a workplace where all individuals are treated with dignity and respect. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law. At HexArmor, we believe diversity in people and ideas makes us stronger. We are committed to attracting and retaining a diverse employee workforce honoring people’s experiences, perspectives, and cultural backgrounds. As one HexArmor community, we strive to create and maintain a working environment that is welcoming, inclusive, and impartial. If you require a reasonable accommodation during the application or interview process, please let us know. *Employment offers are contingent upon an E-Verify check and the successful completion of a pre-employment drug screen.

Responsibilities

The Customer Service Intake Specialist manages the shared customer service inbox and ensures all customer communications are documented and routed through the JIRA ticketing system. This role is critical for tracking request volume, response times, and resolution performance.